Replacement Policy

Replacement Policy

This page explains exactly what is and is not covered by our replacement policy, the timeframes you have, and how to start a claim. We deal mostly in used laptops, so the rules here are written for that reality — not generic e-commerce boilerplate.

Important upfront: Intag operates a replacement-only policy. We do not issue cash refunds. If a unit qualifies for replacement under the conditions below, we exchange it for the same model and configuration (or, where the same configuration is not available, for the closest equivalent agreed in writing on WhatsApp before any return ships). Money does not go back to your bank or wallet under any scenario.

To start a replacement claim, message us on WhatsApp at +92 303 3333627, or visit the Saddar, Rawalpindi storefront in person.

The 7-day replacement window

You have 7 days from the date you receive the laptop to claim a replacement under this policy. After 7 days, the unit moves to the warranty process (see the separate Warranty page).

Inside the 7-day window, replacement is allowed if:

  • The unit has a functional defect (does not boot, screen failure, keyboard not working, port failure, persistent overheating, repeated crashes).
  • The specifications delivered do not match what we sold you (wrong CPU, wrong RAM, wrong SSD, wrong screen size, wrong model number).
  • The unit arrived with physical damage caused in transit that you did not see in the post-packing video.

Replacement means we exchange the unit for the same model and same configuration. If we cannot source an identical unit within a reasonable time, the sales team will discuss a comparable alternative — agreed in writing on WhatsApp before any return ships. If you do not want any of the comparable alternatives we offer, the agreed outcome is to wait until matching stock arrives. We do not refund money in lieu of a replacement.

Important: report damage on the same day

If the laptop has physical damage (cracked screen, dented chassis, broken hinge) when you receive it, you must inform us on the same day of delivery. Photographs of the parcel, the box, and the laptop as you first see it — ideally an unboxing video — protect both sides. Damage claims raised later than 24 hours from delivery cannot be filed against the courier, which means we cannot accept them either.

Screen, body, or condition issues should be reported within the first 2 days. Functional issues (boot, performance, ports, keyboard) can be reported any time within the 7 days.

What is not covered by the 7-day replacement

  • You changed your mind / no longer want the laptop. Used laptops are not returnable on a buyer's-remorse basis. The unit cannot be re-sold as the same condition once it has been delivered, signed for, and used.
  • You want a different model. If you ordered an i5 and now want an i7, that is an upgrade conversation with the sales team, not a return. Reach out within 24 hours of delivery — sometimes a swap is possible at a top-up price; sometimes it isn't.
  • You ordered the wrong configuration. If you confirmed an order with the sales team and the unit delivered matches that confirmation, it is not eligible for replacement.
  • Damage caused after delivery. Drops, liquid spills, power surges from inadequate UPS / direct mains, cracked screens from pressure on a closed lid — not covered.
  • Cosmetic appearance described on the listing. Used laptops have honest wear — faint scuffs, light scratches, faded keys, minor lid marks. We grade each unit and disclose visible wear in the listing and on the pre-dispatch video.
  • Photo vs reality on minor cosmetic details. Catalogue photos are taken under studio lighting. Slight differences in shade, finish, or how worn the keyboard looks under different lighting are not grounds for a replacement.

The pre-dispatch video

Before we ship any laptop, the sales team records a video of the actual unit — powered on, battery showing, all four sides of the body, and the screen displayed. You receive this video on WhatsApp before the parcel leaves. This is the single most important thing on this page:

  • If the unit in your hands looks like the unit in the pre-dispatch video, there is no parcel-tampering claim.
  • If the unit in your hands does not look like the unit in the video (different unit shipped, missing accessory, new damage), tell us immediately — this is on us.
  • Watch the video before you confirm payment, not after delivery.

If you refuse the parcel at delivery

If you placed an order, paid the advance for COD, and then refuse the parcel at delivery without raising a defect issue with us first, the advance covers the courier fees for both legs and a unit-restocking cost. The exact deduction is 10–40% of the order value, depending on the unit's price and the route. This deduction is a logistics cost, not a refund mechanism — the remainder of your advance is held as credit toward a future Intag purchase. We would much rather you raise the issue with us before the courier arrives — almost every concern is resolvable on a quick WhatsApp call.

Shipping cost for a replacement claim

  • If the issue is on our side (functional defect, wrong unit shipped, transit damage with valid evidence), we cover the courier cost for both legs and arrange pickup.
  • If we (as a one-off goodwill) accept an exchange for a buyer-side reason and the configuration is genuinely available, the buyer pays both-leg courier costs plus any restocking deduction.

Sealed-box products

Items that ship factory-sealed (new MacBooks — not currently in catalogue, sealed Surface units, sealed accessories) can only be replaced if the seal is intact and unbroken. Once the seal is broken, the unit is governed by the manufacturer's warranty terms, not by our 7-day replacement window.

Process — step by step

  1. Message us on WhatsApp at +92 303 3333627 within the window. Share the issue and any photos / video.
  2. The team triages the issue. Many problems (Windows setup, driver issues, fingerprint reader configuration, BIOS settings) are software, not hardware — we resolve those over the call.
  3. If it is a hardware claim, the team confirms whether it qualifies under this policy, who pays the courier, and the agreed replacement (same model, same config, or comparable alternative).
  4. Return shipping. Use the courier the team specifies. Keep the tracking number.
  5. Inspection at our end. The repair lab inspects the unit on arrival. Inspection typically takes 1–3 days.
  6. Replacement dispatched. Once the qualifying defect is confirmed, the replacement unit ships. You receive a pre-dispatch video of the replacement same as your original order.

If you bought in-store

The same 7-day window applies. Bring the laptop, the original box, the invoice, and any included accessories to the Saddar, Rawalpindi branch — this is also where our repair lab is. Wah Cantt customers can deposit the unit at the Wah branch and we will move it to Saddar internally, but the inspection happens at the Saddar lab.

What's separate: warranty

The 7-day window covers defects-on-arrival and spec mismatches. After 7 days, problems that fall under the unit's international warranty (typically 2 months to 1 year of residual factory warranty) are handled through the Warranty page. The two policies do not overlap — one is for "this laptop arrived broken or wrong"; the other is for "this laptop developed a fault during normal use".

Contact

  • Primary WhatsApp (sales / replacements): +92 303 3333627 — the fastest channel.
  • Phone (sales hotline): +92 312 5226133
  • Email: info@intaglaptops.com
  • Saddar, Rawalpindi (in-house repair lab): Haider Road, near Bread & Butter Bakery, Saddar, Rawalpindi.
  • Wah Cantt branch: CSD Chowk / Laiq Chowk area, Wah Cantt.
  • Hours: Every day, 10:00 AM – 10:00 PM.

We also operate several direct sales lines for individual team members, listed on the Contact Us page. Any of them can help you with a replacement claim — the WhatsApp and phone numbers above are the fastest first-touch.